铁路12306线上智能客服系统方案研究

基金项目:

中国铁路总公司科研计划课题（Z2017-X004）

详细信息

Scheme of intelligent passenger service system for railway 12306 Internet ticketing and reservation system

Institute of Computing Technologies, China Academy of Railway Sciences Corporation Limited, Beijing 100081, China

摘要: 为向铁路旅客提供更优质、更个性化的购票服务,结合当前铁路客票服务的现状,基于知识图谱构建知识库的方法,分析和研究智能技术在铁路客服领域的应用,推广自助应答服务渠道,设计了铁路12306线上智能客服系统方案。该方案不仅可以减轻人工客服的压力,提升用户个性化服务体验,更体现了以人为本的理念。
- 智能 /
- 知识库 /
- 语义 /
- 大数据 /
- 铁路12306互联网售票系统
Abstract: In order to provide better and more personalized ticketing services to railway passengers, this paper combined with the current situation of the railway customer ticket service, based on the method of building knowledge base with knowledge atlas technology, analyzed and studied the application of intelligent technology in railway customer service field and promote the self-service answering service channel, and designed the scheme of intelligent passenger service system for railway 12306 Internet ticketing and reservation system. This scheme can not only reduce the pressure of manual customer service, enhance the personalized setvice experience of users, but also embody the concept of people-oriented.
- intelligence /
- knowledge base /
- semantics /
- big data /
- railway 12306 Internet ticketing and reservation system

[1]	俞科峰. 中国电信多媒体智能客服系统的研究与实现[J]. 移动通信, 2015(1):91-96.
[2]	王巡洋. 旅客服务集成管理平台在旅客服务系统中应用的研究[J]. 铁路计算机应用, 2012, 21(8):29-32.
[3]	胡珉,冯俊兰,王燕蒙,等. 中国移动智能客服系统研究及实现[J]. 电信工程技术与标准化, 2017, 30(10):39-44.
[4]	施金四,蔡华艳,陈育欣,等. 智能机器人在电力行业客服中心的应用研究[J]. 电子测试, 2017(13):133, 64.
[5]	李斐,邵晓东,周力恒,等. 智能客服机器人的现状及发展[J]. 中国传媒科技, 2016(4):67-69.
[6]	王宏芳. 智能语音客服系统在呼叫中心领域的应用及展望[J]. 通信企业管理, 2017,(6):57-59.
[7]	詹璇,吕晓军,刘卫平,等. 旅客服务集成管理平台远程语音模块的研究与实现[J]. 铁路计算机应用, 2014, 23(4):27-29 , 32.
[8]	曹广山,陈波. 智能客服中大数据技术应用的探讨[J]. 邮电设计技术, 2016(12):59-63.
[9]	Hongqin W. Research on Customer After-sale Service Intelligent Decision-making Based on Component Reasoning Mechanism[C]//International Conference on E-business & E-government. IEEE Computer Society, 2010.

1.	范丁元，杨飞，张云娇，于波，黄心禹. 铁路枢纽旅客列车时刻表评价方法研究. 高速铁路技术. 2024(06): 8-14 . 百度学术
2.	王攸妙，宋瑞，李光晔，薛守强. 基于GA-LSTM网络的铁路枢纽运能瓶颈识别框架研究. 铁道学报. 2023(04): 16-24 . 百度学术